WRLSWEB Missing /Damaged Items Procedure This procedure is intended to provide a systematic tool for addressing items which have missing pieces or have been damaged. If all libraries follow these practices there should be less confusion regarding the status and location of problem items. By using standard sheets and consistent labeling staff will be better able to track actions and follow up with patrons. It is the responsibility of the circulation staff in every library to check incoming items for anything that might be missing or damaged BEFORE being checked in. If there is anything wrong with the item do not check it in! Once checkin occurs, valuable data may be lost and it s harder to make patrons accountable for damage they may have caused. Pay particular attention to AV items that may have missing parts. It is also good practice to examine AV items before checking them out to ensure all pieces are present. There are two types of damage which will be discussed in this document Noted Damage and Billable Damage. Missing pieces are included as a type of Billable Damage: Noted Damage Slip printed on light blue paper Billable Damage Slip printed on light pink paper Damage that would impact the next user s experience, including normal wear and tear. If staff determines that the item continuing to circulate in this condition will cause the damage to become greater, such damage needs to be noted. Examples: Loose pages; broken binding; scratched discs; broken case. Damage that was definitely caused by patron misuse and which necessitates the replacement of the item. Examples: Broken disc; extreme staining or water damage; missing parts. The library which receives an item which is damaged or has missing pieces should contact the patron and attempt to resolve the matter before returning the item(s) to the owning library. If the owning library receives a damaged item in delivery which does not have a Billable Damage slip on it, the owning library should not try to bill a patron for that item. The last library to borrow the material is ultimately responsible to arrange a final disposition with the owning library. Patron messages (which pop up at checkout) should be removed by the last person to handle the item before it is returned to circulation by the owning library. Such messages should remain on the record as long as charges are pending or if a particular matter is waiting to be resolved. If a library chooses, it may add or retain a patron note after the item in question is resolved. This would be an internal note that P a g e 1 7
only shows in the patron s record. Such notes would be used to maintain a record of previous damaged items in case the same patron has a similar problem in the future. Each library uses its own standards regarding damage tolerance. Staff members should use their best judgment in determining what action to take. Owning libraries should put a note on the title page of an item to record any damage before returning that item to circulation. Older items may have a note inside the cover describing damage. Owning libraries should repeat that note on the title page when possible. Any damage that could potentially contaminate other items or cause harm to individuals should be quarantined. These include items that show signs of mold, blood, urine, chemicals, etc. Such materials should not be put in delivery. Contact the owning library right away to inform them of the situation before safely disposing of the material. ITEMS INCOMING FROM A PATRON (returned at the circulation desk or from a book drop): If a part is missing 2. Look up the current user 3. Fill out the contact info on the pink Billable Damage slip 4. Contact the current patron and ask them to look for the missing part via phone/email/mail/text. It is the responsibility of the library where the item was returned to make at least two attempts to contact the user. Inform the patron the item will remain checked out to them until the missing part is returned. Also notify them that they could be billed up to the total replacement cost of the item. 5. Note on the Billable Damage slip and in a message and/or note on the patron s record the efforts made to contact him/her. Examples: 1/1/13 MISSING DISC for HOUSE M.D. SEASON 2. Sent email. LPL/jen; 1/8/13 MISSING DISC for HOUSE M.D. SEASON 2. Sent mailer. LPL/jen 6. When the part is returned, check in the item to route it back to the owning library and remove any related messages. 7. If the patron does not respond or cannot find what s missing, attach the Billable Damage slip and return the item to the owning library without checking it in. Document the transit on the Billable Damage slip. A patron message and/or note may also be added. Example: 1/15/2013 MISSING DISC for HOUSE M.D. SEASON 2. Sent from LPL to Onalaska for review. LPL/jen 8. The owning library then decides if the patron will be billed and for how much - full or partial replacement and any processing fees the library charges. The owning library is responsible for removing all messages and notes from the patron s record. If the item is damaged Determine if the damage was caused by: A. Normal wear and tear, or; B. Patron misuse (making the patron responsible for damages). P a g e 2 7
A. Damage is normal wear and tear Each institution uses its own standards regarding damage tolerance. Noted damage is any wear that may compromise the integrity of the material if it continues to circulate. Examples of noted damage: broken case; loose binding; scratched or skipping disc; minor water damage. B. Damage is from possible misuse by the patron Each institution uses its own standards regarding damage tolerance. Billable Damage is damage certain to have resulted from patron misuse which will require withdrawal and/or replacement of the item. 2. Check to see if the damage is already noted in the item record or on the title page or inside cover of the item. If not, then: 3. Fill out a blue Noted Damage slip and attach it to the item. 4. Using the Search/Holds function, check to see if there are outstanding holds on the item. If not, check it in using the regular checkin process. 5. If there are holds: Check in using the Check-In (Do Not Fulfill Holds) feature. This feature is found at Check-In (No Patron), under Tools. 6. NOTE: If the item has holds, but has already been checked in or is already in transit when the damage is noticed: Check it out to the WRLS Mending Card, being sure to override the hold to save the patron s info. Check in using the Check-In (Do Not Fulfill Holds) feature to route the item to the owning library. Send a message to the WRLS Resource Consultant or WRLSWEB Support explaining the situation. The hold queue will need to be adjusted to retain the patron s position (see Job Title Key below for contact info) 7. When the owning library receives the item they need to decide whether to repair the damage, note the damage on the title page and continue to circulate it, or withdraw it. 8. If the owning library decides to withdraw the item they should: Immediately update the status to Discarded. Remove the messages and notes (if any) from the patron and/or item record. 2. Fill out the contact info on the pink Billable Damage slip. 3. Notify the patron of the following: The item was returned damaged The item will remain on their card until the owning library can assess the damages The owning library may charge for the full replacement cost or assess a fee for the damage 4. Note on the Billable Damage slip the effort made to contact the patron. A message and/or note may also be added to the patron s record. Example: 1/1/13 Billable damage to Argo [DVD]. Item sent to Mauston PL for review. Notified patron via phone. LPL/jen P a g e 3 7
Examples of billable damage: broken disc; missing parts; extreme staining or water damage. 5. Complete the Billable Damage slip and attach it to the damaged material. Document the transit on the slip. A message and/or note may also be added to the patron s record. Example: 1/1/13 Billable Damage to Argo [DVD]. Item sent to LaxCo from LPL-M. LPL/jen 6. Route the item to the owning library. 7. When the owning library receives the item, they will either add a manual charge for the damage or mark the item as Lost to add the full replacement fee to the patron s account. 8. If the patron returns the item in person, admits to causing the damage and wants to pay for it: Mark the item as Lost at the Checked-Out Items tab in the patron s record. Waive any late fees associated with the item. Collect the replacement cost and any processing fee. Forward the money to the owning library. You can print a record of the fine payment by going to the Fines tab in the patron s record and clicking on Fines Paid. ITEMS ARRIVING IN DELIVERY AV materials arriving in delivery must be checked for missing pieces. (see below) If the item is damaged: Each institution uses its own standards regarding damage tolerance. Noted Damage is any wear that may compromise the integrity of the material if it continues to circulate Examples: broken case; loose binding; scratched disc; minor water damage. Billable Damage is damage certain to have resulted from patron misuse which will require withdrawal and/or replacement of the item. 2. Check if the damage is already noted in the item record and/or on the title page or inside cover of the item. If not: 3. Fill out a blue Noted Damaged slip and attach it to the item. 4. Using the Search/Holds function, check to see if there are outstanding holds on the item. If not, check in using the regular checkin process. It should route to the owning location. 5. If there are holds: Send a message to the WRLS Resource Consultant or WRLSWEB Support explaining the situation. The hold queue will need to be adjusted to retain the patron s position (see Job Title Key below for contact info) Check in the item, using the Check-In (Do Not Fulfill Holds) feature to route the item back to its owner. This is found at Check-In (No Patron), under Tools. Document the transit in the Comments field on the Noted Damage slip. Example: 1/13 Noted Damage; sent to Onalaska from LPL-M. LPL/jen 6. When the owning library receives the item they need to decide whether to repair the damage, note the damage on the title page of the item and continue to circulate it, or withdraw it. P a g e 4 7
Examples: broken disc; missing parts; extreme staining or water damage If a part is missing when it arrives in delivery Unless the part was lost in transit, this means that staff at the last library to handle the material failed to verify that all the components were present before sending the item on. If one of your items is returned damaged with no damage slip attached. 7. If the owning library decides to withdraw the item they should: a. Immediately update the status to Discarded. b. Remove the messages and/or notes (if any) from the patron and/or item record. 2. Search the delivery bins carefully to see if the missing part can be found. 3. If not found, look up the item in Search/Holds to establish if the item was in transit to fill a hold. 4. If the item is from another library for one of your patrons: Look up the location from which the item was sent, which may be different than the owning library. This info can be found on the Message line of the item record. The item record will also tell you the Checkin Location, Last Checkin date, and the Last Patron. Fill out a blue Noted Damage slip identifying the missing part and send back to the Checkin Location. Do not check in the item. Document your actions in the Comments field on the Noted Damage slip. Example: 1/1/13 Sent case back to Onalaska to retrieve missing part. LPL-M/jen 5. If the item with the missing part belongs to your library: Contact the library where it was last checked in. Report the missing part and ask them to contact the patron who had it checked out to try to locate what s missing. If the missing piece cannot be found, it is your library s decision whether to charge the borrowing library. The last library to borrow the material is ultimately responsible to arrange a final disposition for the item with the owning library. Contact WRLS Resource Consultant immediately to assess the situation. Job Title Key WRLS Resource Consultant Charles Clemence charles@wrlsweb.org WRLSWEB Administrator Alan Mask amask@lacrosselibrary.org WRLSWEB Support Deb Dagnon ddagnon@lacrosselibrary.org P a g e 5 7
Suggested Language for Patron Notes on Damage Slips: First attempt to contact patron. Second attempt to contact patron. Returned to owning library. Billable Damage Patron notified. Returned to owning library. Notes on title page of damaged items that are circulating 1/1/2013 MISSING DISC for SHREK 3 DVD. Left message on phone. LPL/jen 1/8/2013 MISSING DISC for SHREK 3 DVD. Mailer sent. LPL/jen 1/17/2013 MISSING DISC for SHREK 3 DVD. Sent from LPL to Onalaska for review. LPL/jen 1/1/2013 BILLABLE DAMAGE to SHREK 3 DVD. Returned with disc cracked in half. Left message on phone. Sent from LPL to Onalaska for review. LPL/jen 1/1/2013 BILLABLE DAMAGE. Sent from LPL to Onalaska for review. LPL/jen 1/1/2013 Back cover ripped. Circulate per LPL/jen 1/1/2013 Last few pages wavy. Circulate per LPL/jen 1/1/2013 Writing on pages. Circulate per LPL/jen Suggested Language for Patron Notices Missing Pieces First Contact Dear (Patron Name), It has come to our attention that an item recently returned to the Greatest Library was missing a part. Usually this is an oversight that can be easily corrected when you return the missing piece. Be aware, however, that the material cannot be checked in until we have matched up all the parts. As a result, late fees may accrue. If not returned within 14 days of this notice, you may be billed the full replacement cost of this material. Title: SHREK 3 Part: Disc 1 Replacement Cost: $20.00 Please return this missing part as soon as possible so others can enjoy it. If you have any question, please contact the Greatest Library Circulation Department at 608-123-4567. Thank you, Circulation Department / Library P a g e 6 7
Missing Pieces Second Contact Dear (Patron Name), This is our second attempt to contact you regarding an item you returned to the Greatest Library missing a part. This item remains checked out to you. Failure to return the missing part within 7 days of this notice may result in a replacement bill being added to your account that will limit you from library services at all WRLSWEB libraries. Title: SHREK 3 Part: Disc 1 Replacement Cost: $20.00 If not returned within the allotted time, the item will be forwarded to the owning library for review and fee assessment. Please contact the Greatest Library Circulation Department at 608-123-4567 if you have any questions. Thank you, Circulation Department / Library Billable Damage Notice Dear (Patron Name), It has come to our attention that an item checked out to you was recently returned damaged. The nature of the damage requires us to pull this item from circulation and forward it to the owning library for review. Title: SHREK 3 Damage: Shattered Disc Owning Library: Other Greatest Library This item will remain on your account until the owning library assesses the damage. If deemed as inappropriate use of library material, fees may be added to your account. Please contact the owning library with any questions. Thank you, Circulation Department / Library Policy approved by the NAC ; September 2014 P a g e 7 7